HR Analysis
Is the chosen plan deliverable from a people perspective? Readiness, skills supply vs demand, people-at-risk register, recruitment pipeline, comms plan.
% of impacted roles that have a drafted pathway (not necessarily signed).
Today's supply of critical skills as a fraction of forecast demand at +6 months.
Sign-off readiness across BCM, CHRO, sponsor, sub-org leads. 100 = all signed.
Internal comms plan maturity for the change wave. Lower means the org doesn't yet know what's coming.
Inverse of flight-risk concentration on people critical to delivering the plan. Higher is better.
Per-scenario HR risk
For each scenario in flight or queued, the HR-side cost, time to readiness, and what would block it.
Balanced — claims triage + L1 copilot
Note:Beatrice Sandoval has not yet signed pathway. Policy-Drift Analyst role unfilled and is critical to assessment cadence.
Exception coach — dispatch resilience
Note:Pathway signed both sides; Jamie Okonkwo on track.
Autonomous prep — renewal uplift
Note:CSM cohort hasn't been engaged. No pathways drafted. Comms plan not started. CHRO flagged for discussion this week.
Skills — supply vs demand
For each critical skill, current head count vs forecast demand by quarter. Deficit and emerging-unmet skills are where pathways or recruitment must close the gap.
| Skill | Cat. | Supply | Q1 | Q2 | Q3 | Q4 | Trend | Status |
|---|---|---|---|---|---|---|---|---|
Claims adjudication (L1) Demand declining as L1 copilot scales. | domain | 12 | 11 | 8 | 6 | 4 | abundant | |
Dispatch domain expertise | domain | 8 | 8 | 8 | 7 | 6 | sufficient | |
Billing process knowledge Reshape towards continuous reconciliation. | domain | 5 | 4 | 3 | 2 | 1 | abundant | |
Agent-ops Critical and growing — single point of failure today. | ai-ops | 1 | 2 | 4 | 6 | 8 | deficit | |
Policy literacy | policy | 3 | 4 | 6 | 8 | 10 | deficit | |
Evals literacy | ai-ops | 2 | 3 | 4 | 5 | 6 | deficit | |
Feedback labelling discipline | ai-ops | 4 | 5 | 6 | 7 | 8 | sufficient | |
Analytics tooling (SQL/notebooks) | analytics | 6 | 6 | 7 | 8 | 9 | sufficient | |
Brand-voice editing (CSM) | domain | 9 | 10 | 11 | 12 | 12 | deficit | |
Settlement / treasury operations New requirement from continuous-reconciliation terraform; not in any current job description. | domain | 0 | 0 | 1 | 2 | 3 | emerging unmet | |
Customer outcome ownership Outcome Steward role expanding. | leadership | 2 | 3 | 4 | 5 | 6 | deficit | |
Incident response (agent drift) On-call rota does not currently include agent-drift response. | ai-ops | 0 | 1 | 2 | 3 | 4 | emerging unmet |
People at risk
Named people whose roles are touched by the current adoption plan. Pathway status + flight risk + retention priority drive HR's prioritisation.
| Person | Current role | Touched by | Options | Pathway | Flight | Retain |
|---|---|---|---|---|---|---|
Ravi Mehta Claims Engaged. Ravi has been a vocal supporter of the copilot rollout. | Claims Adjuster (L1) |
|
| in progress | low | medium |
Beatrice Sandoval Claims Has not signed pathway. Reportedly recruited by competitor. Priya has retention conversation booked for this week. | Claims Adjuster (L2) |
|
| draft | high | high |
Jamie Okonkwo Dispatch First Steward across the org. Becomes the template for others. | Dispatch Coordinator |
|
| ready | low | high |
Eleanor Cho Dispatch Auto-resolver scenario not yet committed. Eleanor will be impacted if it is. No conversation has happened. | Dispatch Coordinator |
|
| no pathway | medium | medium |
Noah Kowalski Billing Billing OrgUnit dissolution still 9 months out. Conversations begin Q3. | Billing Specialist |
|
| no pathway | low | medium |
Ines Marchetti Billing Has expressed interest in Treasury direction. Should be engaged early. | Billing Specialist |
|
| no pathway | medium | medium |
CSM cohort (5 people) Customer Success Highest concentration of un-engaged people-at-risk. CHRO flagged. | Customer Success Manager |
|
| no pathway | medium | high |
Tom Whitfield Billing Already moved through one transition. Confident on the second; pathway in draft. | Head of Billing |
|
| draft | low | high |
Recruitment assessment
Where internal pathways won't close the gap. Talent market, build vs buy, and current pipeline per emergent role.
Agent Steward
Market:Agent Steward as a job title barely existed 12 months ago. We're competing with 3 named local rivals plus the SaaS vendors themselves. Premium of ~18% over comparable engineering roles.
Hybrid: lock in the internal Steward (Jamie) as the template, hire 2 externally on permanent, accept that the third headcount is contractor-first while we calibrate the role.
Exception Triager (Claims)
Market:Adjacent to existing claims-adjudicator pool. No external recruitment expected to be needed for this role.
Internal only. Pathways for Ravi and Beatrice. Hold an external posting in reserve in case Beatrice declines.
Policy-Drift Analyst
Market:The combination of policy literacy + analytics tooling is uncommon but not impossible. Compliance candidates who've done some SQL work are the natural pool.
Pursue both directions in parallel. Internal: Beatrice (pending). External: keep posting open until at least one offer is out.
Customer Outcome Steward
Market:Customer Success backgrounds are abundant; agent-aware ones are not.
Two filled internally (Noah, Ines). One additional needed by Q3 — recruit externally with bias toward CS-with-AI-exposure.
Continuous Operations Steward
Market:Speculative until dispatch resequencer is committed. If the org goes that direction in Q4, this becomes the largest single recruitment exposure of the entire programme.
Don't recruit yet. Decision-pending. If the Resequencer scenario is committed, this becomes the highest-risk recruitment line in the plan.
Settlement Steward / Treasury Analyst
Market:Financial-ops backgrounds with TMS/ERP exposure. Specialty premium of ~10%.
Begin posting at decision-commitment, not before. Internal: Ines as candidate.
Communications timeline
Who needs to hear what, when, and through which channel. Drives the comms-readiness band on the readiness scorecard.
- Plan announcement (executive)T-12 weeksdoneExecutive Committee · via Exec offsite
AI Adoption plan for FY26-Q2/Q3, with named Objectives, scenarios, and BCM owner.
- Sub-org leadership briefingT-10 weeksdoneHeads of Claims, Dispatch, CS, Billing · via 1:1 + briefing pack
Per-OrgUnit impact summary. Workforce implications. Sign-off requested by week 8.
- Wave 1 affected-person conversationsT-8 weeksdoneWave 1: Claims + Dispatch (5 people) · via Manager 1:1 supported by HRBP
What the platform is for, what changes for you specifically, what your pathway options are, what timeline.
- Wave 1 all-handsT-6 weeksdoneAll Helios staff · via Town hall + recording + FAQ
What's changing, why, what to expect, who to ask. Public Q&A.
- Wave 2 affected-person conversationsT-2 weeksdraftingWave 2: CSM cohort + Billing (8 people) · via Manager 1:1 supported by HRBP
Same as wave 1 but for the renewal-uplift and continuous-reconciliation tracks.
- Quarterly progress updateEvery 13 weeksscheduledAll Helios staff · via Town hall + posted note
Progress, drift events, decisions taken since last update, what's next, named outcomes for affected people.